ComplaintsforHoliday Inn Express
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I stayed at the following hotel on March 31 for one night, checking out on April 1, 2024:HOLIDAY INN EXPRESS ****** ********************************************************************************************************* The room smelled like smoke, as did the entire hallway. Those two facts alone do not warrant a refund. What is the most egregious, and the most traumatic experience that I have ever had in a hotel in my life (59 years old) is that at 2am, when we were both asleep, an intruder entered our room with key access and turned on the light. We warned him to leave or we would call the police. He left immediately. We asked the hotel staff the next morning for a refund. They refused. I also asked the Holiday Inn national office for a refund. They also refused.I find this to be an unacceptable business practice. I ask for a full refund of $138.66.Business response
04/16/2024
The guest failed to mention the he was compensated. He called our corporate office and they issued him ****** rewards points as compensation, equal to 1 free night at most hotels. He called corporate to complain and he was ASKED if he would like ****** points as compensation and HE agreed. Had he not called corporate and accepted the points compensation, and asked the hotel for a refund at check out, the hotel would have considered the monetary refund. By the way, when the guest checked out, he never asked for a refund. He told us what happen and the hotel sincerely apologized and the guest left. ***** NEVER said he wanted a refund or any compensation. He just walked out the door and left. He can not double dip.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.